Un regard d’initié sur l’espace B2B – Yauheniya Matsiuk de SOFTSWISS
Dans une interview donnée à SiGMA, Yauheniya Matsiuk, chef de l’équipe du support client B2B de l’agrégateur de jeux SOFTSWISS, nous a parlé du travail de l’entreprise dans l’espace B2B
SiGMA : Quelle expérience ! Avant SOFTSWISS, vous avez aussi travaillé chez Biglion et YandexGo. Pouvez-vous nous parler de votre parcours et de votre arrivée chez SOFTSWISS ?
J’ai commencé ma carrière chez Biglion, où j’ai appris les bases du service d’assistance. Après cela, j’ai rejoint YandexGo en tant que spécialiste de l’assistance et j’ai travaillé avec des clients VIP. J’y ai exploré plus en profondeur la structure du travail et les particularités de la communication avec les clients. Au fil du temps, j’ai assumé des responsabilités supplémentaires, telles que la gestion de personnel et l’amélioration de la qualité du service sur des projets à trafic premium.
Grace à cela, mon travail a été remarqué, et on m’a proposé d’être à la tête d’une nouvelle équipe chargée d’accompagner les utilisateurs tarifaires fonctionnels. L’équipe venait juste d’être créée, alors j’ai d? travailler dur pour construire un système qui fonctionne. En conséquence, à peine six mois plus tard, je suis passé à la tête de l’équipe de contenu ; je gérais toutes les équipes de service de support. Trois mois plus tard, j’étais en charge du support international (Afrique, Asie et Europe).
Après deux ans de travail, j’ai réalisé que j’avais envie d’aller de l’avant. Cette envie m’a mené à SOFTSWISS. J’ai grandement bénéficié des compétences et de l’expérience que j’ai acquises au fil des années, en travaillant avec des personnes à différents niveaux et postes. Aujourd’hui, j’encadre une équipe de 26 personnes qui s’est considérablement agrandie au cours de l’année écoulée.
SiGMA : Parlez-nous du support client B2B de SOFTSWISS Game Aggregator. Comment s’organise le travail ?
Le nombre d’employés de l’équipe de support et d’exploitation B2B a été multiplié par plus de huit depuis mars 2020. Pour augmenter le flux de travail sans perdre en qualité, nous l’avons divisée en quatre équipes. L’équipe du support client s’occupe des problèmes qui surviennent dans le processus de jeu (tels que la vérification du joueur pour lutter contre la fraude, les problèmes de jeu, les bugs, etc.). L’équipe de configuration de Game Aggregator est responsable des nouveaux jeux pour les casinos. Cette équipe collecte la documentation nécessaire, communique avec les fournisseurs de jeux et apporte des modifications techniques. L’équipe de lancement ajoute des jeux à notre système, afin que les clients puissent toujours découvrir les derniers projets de nos partenaires ! Et enfin, le Game Aggregator Partner Portal (GAPP), la dernière équipe, ne fait que prendre de l’ampleur. Sa tache principale est d’être toujours en contact avec nos partenaires –les fournisseurs de jeux.
SiGMA : Quelle est la responsabilité de l’équipe de support client B2B du SOFTSWISS Game Aggregator ?
Notre équipe a commencé avec trois personnes. Ma mission était de construire un système de formation qui permette de travailler aussi rapidement et efficacement que possible. Au cours du premier mois déjà, nous avions un plan de formation initial pour les débutants et de meilleurs taux de traitement. Maintenant, ce système est presque idéal. Grace à nos algorithmes clairement définis, à la formation continue des employés et aux horaires de travail, nos clients savent qu’ils peuvent compter sur notre aide 24h/24 et 7j/7. Ma tache est d’adapter nos algorithmes aux circonstances (en constante évolution !) sans perdre en qualité et en vitesse.
SiGMA : à quels problèmes les clients sont-ils le plus souvent confrontés ?
Le plus souvent, ils nous demandent de vérifier le résultat du tour. Depuis le lancement du back-office, les clients de SOFTSWISS Game Aggregator peuvent désormais avoir accès à certaines informations en toute autonomie, mais ils doivent toujours nous contacter s’ils ont besoin de plus de détails sur le tour de jeu. Le plus souvent, les clients demandent à vérifier le résultat en raison de problèmes de connexion Internet -car la session de jeu peut alors être interrompue et le résultat sera inconnu, que ce soit pour le joueur ou le casino. La deuxième demande la plus fréquente concerne les bugs liés au jeu, qui peuvent entraver le lancement du jeu ou interférer avec le gameplay.
SiGMA : Combien de temps faut-il généralement pour passer d’une demande d’assistance à une résolution complète?? à quoi ressemble ce processus au sein de l’équipe??
Il n’est pas toujours possible de résoudre le problème de notre c?té. Assez souvent, nous avons besoin de l’aide de partenaires ou de collègues extérieurs à l’équipe. Dans ce cas, la résolution du problème peut prendre plus de temps. à l’heure actuelle, le délai moyen entre une demande et sa résolution est de 16 heures. Cependant, nous travaillons constamment pour réduire ce temps d’attente et fournir à nos clients l’assistance la plus rapide ! Ainsi, chaque nouvelle demande est traitée en 40 minutes maximum. Nous prenons en compte la demande du client, la traitons et, si nous pouvons répondre nous-mêmes à la question du client, il ne nous faut pas plus de temps pour que le problème soit résolu. Grace à notre assistance 24h/24, cela se fait à toute heure du jour ou de la nuit.
SiGMA : Avez-vous déjà rencontré des problèmes que vous ne pouviez résoudre ?
Il y a parfois des problèmes techniques complexes qui nécessitent l’implication de plusieurs équipes (par exemple, lorsque l’on a besoin de l’aide de développeurs de logiciels). Cependant, nous faisons souvent face à des situations que nous pouvons gérer nous-mêmes. Pour cela, nous nous appuyons sur des instructions claires, sur une base de connaissances bien développée et sur un système de formation. Nous faisons toujours de notre mieux pour améliorer constamment les compétences de nos employés afin de répondre aux questions de nos clients le plus rapidement possible.
SiGMA : Quel sont vos projets pour l’avenir ? Comment évoluera le support B2B de Game Aggregator ?
Au cours de la dernière année, notre équipe s’est considérablement agrandie. Ce changement a nécessité une révision des processus et un haut degré d’organisation. Notre objectif est de maintenir ce niveau de qualité du service tout en continuant de nous développer.
Nous nous effor?ons de réduire le nombre d’erreurs, d’accélérer leur résolution… La charge de travail augmente elle aussi, et nous devons embaucher plus de personnel. Notre objectif principal est de fournir à nos clients un service de la plus haute qualité, qui répondrait à leurs besoins rapidement. Nous ferons de notre mieux pour atteindre cet objectif.
SiGMA Asie 2022
Après une série de conférences passionnantes lors de la Malta Week 2021, le groupe SiGMA continue ! Nous sommes plus que ravis de voir cette aventure se poursuivre auprès des clochers dorés de Kiev?et face aux lumières surplombant l’horizon enneigé de Toronto : nous réunirons à nouveau les plus grands noms et les esprits brillants de l’industrie iGaming . Notre prochaine exposition nous emmène aux émirats arabes unis. Au programme : trois jours de réseautage, de tables rondes et de festivités. Restez au courant des dernières nouvelles, grace à SiGMA News.
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